Customer Service Security

OBJECTIVE

To have a challenging career that demands accountability & result oriented approach, which gives access to innovation, creativity & provides challenging work conditions, thereby creating progressive development plan for the organization & self.

EXPERIENCE

10 years of experience in Security and Customer Service industry

Proficient in managing & leading teams for running successful process operations.

Learn rapidly a variety of skills and display an attitude of flexibility to concurrently display them.

Effectively understand and respond to information, customer feedback and operational situations for delivering service excellence.

Understand, evaluate and respond to both internal and external customers.

Possess excellent interpersonal, communication and organizational skills to implement simple solutions to the complex problems.

Well adaptive towards corporate culture and behavior & ability to work under pressure

IATA, Chennai-2004.

Diploma in International Airlines & Travel Management Course in International Airlines Academy at Chennai.

IELTS, Chennai-2008.

Underwent IELTS test conducted by British Council India.

PROFESSIONAL EXPERIENCE

TRANSGUARD GROUP LLC – Dubai, UAE 09/2015

Command Control Center Operator - Global Village – Dubai

Duties & Responsibilities

Overall co-ordination with 150 securities including (01 Security Coordinator, 01 Security Supervisor & 08 Security Team Leaders) for the security related activities to Event operations.

Coordinating with Marketing, Leasing, HSE, Project, FM, Guest Management, Finance, IT and Government Affairs (Dubai Police, Civil Defence, Al Ameen, Clinic and Ambulance) as per operational requirements.

Daily Event Observation reports- Maintaining daily observation reports for the event with complete information and forward it to all concern.

Daily log reports- Maintaining security daily log reports for GV entity and all telephone calls received by the CCC operator will be entered in the daily log report along with the complete information and forward it to all concern.

Maintaining Lost & Found- The lost and found item will be entered in the lost and found register and handover to GV Dubai Police lost & found department.

Fire Patrolling Reports- CCC Operators are preparing the electronic copy of the fire patrolling report twice a month. The Security Guards of respective entity carry out the fire patrolling and forwards the consolidated report in the first and mid of every month to CCC. The CCC operator in turn prepares the electronic report and forward it to Tecom Site-A.

Incident Reports- All incidents reported to the security control room are reported to the respective people as per protocol. All the incidents reported are recorded and the records are forward it to all Security Operation Supervisor & Tecom Site-A.

Recommendations & Achievements

Nominated as Employee of the month in Transguard Group LLC for the month of March 2016.

CARNIVAL CRUISE LINES – Miami, Florida 06/2013

Security Officer

Duties and Responsibilities

A distinguished career of about two years (02) as Security Officer ensuring that "Security" is provided to each and every individual, with the sole purpose of instilling confidence by assuring safety & security of everyone onboard, using my experience as an experienced and trusted professional.

Handling of APASS kiosks for guests, crew and visitors identification. Operating X-ray machines for baggage screening. Manning of Walk through metal detector and use of Hand Held Metal Detector for individual screening of guests, crew and visitors.

Knowledge of CCTV Operation and proper phone ethics.

Daily watch report writing. Accident & Incident Investigation.

Ship patrolling.

Shipboard Activities

Prepared and Participated in Readiness for upcoming Security Audits (e.g.:- H.E.S.S and Internal audits).

Read internally consistent policies and practices, especially concerning interactions between employees and guests (e.g.:- anti-fraternization, theft, altercations etc.).

Constantly vigilant for signs of inappropriate conduct, communications and behavior by fellow employees and guests.

Ensured as security officer that security functions are properly met and random/frequent patrols of high risk areas as identified in assessments.

Be vigilant and visible in such a way that it is impossible or very difficult for an employee and others to conduct themselves inappropriately.

Effectively implemented company's zero tolerance for violation of Company's policy and practices.

Ensuring the essential standards of care in protecting and safeguarding the safety & security of children as directed by the ship's command.

Knowledge of CCTV Operation and proper phone ethics.

Daily watch report writing. Accident & Incident Investigation.

Ship patrolling.

Shipboard Training

Suspicious Activity Reporting Maritime Training on Jan’ 2015.

Crisis Management and Human Behavior Course on July’ 2013.

Crowd Management Course on July’ 2013.

Maritime Security Conference 2008/2009/2011 on Sep’ 2013.

Security services training for shipboard personnel with designated Security duties-CSECS on Apr’ 2014.

Recommendations & Achievements

Nominated as Employee of the month/Team member of the month in Carnival Sunshine for the month of June 2014.

Received Positive Performance from the guest in 2013 & 2014, while onboard Carnival Sensation and Carnival Sunshine.

SPICEJET LTD - Bangalore International Airport 12/2010

Supervisor-Security-Bangalore International Airport

Duties and Responsibilities

RAMP Supervision

Overall co-ordination for the activities related to Arrivals and Departures.

Co-ordination with Handling Agency (Globe Ground India Pvt Ltd) for the requirement of Man power and Equipment status.

Monitor allocations like, Access control, Transportation, Offloading and Loading of the baggage from the aircraft.

PAX facilitation at RAMP side (WCHR,UNM,VIP,MAAS, Special cases)

Solving of PAX related queries on the aircraft.

Ensure a safe and secured flight to the PAX

Security

Overall Surveillance and supervision.

X-ray screening of registered baggage, cargo, company stores and on board courier.

Profiling of PAX.

Pre-flight / Anti-sabotage checks of the aircraft

Access control to the aircraft.

Secondary ladder point check.

Baggage reconciliation / Identification

Conducting daily briefing for implementing various passengers service schemes offered by the company to provide maximum facilities to the passengers having their feedback and responses for further improvement.

Monitoring of staff duties on day-to-day basis and assigning responsibilities and job allocations.

Conducting the dummy check on allocations for staff performance.

Conducting the Random check with loaders to minimize the pilferage cases

Interact with PAX to handle security related issues as and when it is required.

Imparted on Job Training for the new security staff.

Protocol Calls, Sky Marshals, VIP and VVIP handling

Liaising with Government, Police and Intelligence agencies for various issues related to Security.

Assisting and guiding passengers related to security issue

CCTV Surveillance on routine basis.

Customer Service

Follow the Quality Parameters as per the Airport Handling Manual

Reservation / Front office functions

To play a key role in allocations like Check-in counter, Floor walking, Boarding control, Arrival unit and Passenger facilitation.

Compile and analyze the customer feedback and track it to the higher authority.

Back Office Operations

Co-ordination with the internal agencies like Airport Operations Control Centre and Air Traffic Control.

Smooth co-ordination with Handling Agency to ensure excellent performance.

Internal co-ordination with the departments like Operations Control Centre and Dispatch to gather the latest information regarding the flight plans.

Co-ordinate with all the allocations for their requirements and to do the needful, to ensure the on time performance.

Co-ordination with staffs for renewal of airport entry permits.

M/s. Jet Airways (I) Ltd., - Chennai Airport. 12/2009

Sr. Security Assistant – Chennai Airport

Responsibilities were Safety and Security of Passenger and Aircraft in accordance with Standards and procedures.

Knowledge in Ramp handling, Cargo, Baggage Reconciliation and handling of Delayed, Diverted and Disrupted Flights.

Screening of General Cargo (Domestic), Mail, Courier and Bonded Cargo(International) and checking the required documents and doing Documentation work.

Security Assistant – Chennai Airport 5/2005

Joined as Security Assistant and underwent In-house Basic Aviation Security Training.

Responsibilities were Safety and Security of Passenger and Aircraft in accordance with Standards and procedures.

Screening of Passenger Bags and doing Documentation work.

Handling of both International and Domestic Flights Bags.

Handling of through checked in bags and rush tag bags.

Doing Proper Baggage Reconciliation using BRS system and tallying with the BTL and sorting the bags according to Flight no’s and Destination.

AIR INDIA - Chennai International Airport 1/2005

Casual Commercial Assistant – Passenger Handling and Customer Service.

BUREAU OF CIVIL AVIATION SECURITY (BCAS) Govt.of India.

Bureau of Civil Aviation Security “Basic AVSEC Course” – 2005.

Bureau of Civil Aviation Security “Certified Screener” – 2011.

Bureau of Civil Aviation Security “Refresher Course” – 2012

EQUIPMENTS TRAINED FOR CLEARANCE OF CARGO / BAGGAGE

Handling of “Explosive Vapour Tracer” in respect of passenger baggage and cargo.

Handling of “Explosive Vapour Tracer” Sabre 4000 from Smiths, USA pertaining to cargo clearance.

Handling of “Explosive Vapour Tracer” ION SCAN 500DT from Smiths, USA pertaining to baggage clearance.

Handling of “Explosive Testing Kit” in respect of passenger baggage and cargo.

INTERNATIONAL OPERATIONS

Handled flights to US, Canada, Europe, Middle East and Asia.

DOCUMENT CHECK TRAINING

Qualified Staff in I-Box Management.

Underwent I-Box Training for document check using Watch List Management for

TSA of US and Transport Canada.

Indian Passport Training given by Indian Immigration Official.

UK Passport and Visa Training given by British High Commission.

USA passport and Visa Training given by US Embassy.

Canadian Passport and Visa Training given by Canadian Embassy.

SKILLS PROFILE

It Competency

Operating System : Unix, Linux, Windows 95/98/NT/2000

Languages : C, C++, C#, Pascal

RDBMS : Oracle 8.0, SQL Server 7.0

Front End Tools : Visual Basic 6.0

Suite : Ms-Office

Internet Languages : Java, HTML, DHTML

Script Languages : Java Script & VB Script

PROJECT PROFILE

Stock Maintenance System using VISUAL FOXPRO.

Training Undergone

DGR(Dangerous goods regulation)

X-RAY BIS

Basic Aviation Security (AVSEC-BCAS)

Participated in AAI Mock Drills on Fire Fighting and BIAL Aircraft Crash rescue operation.

Undergone document check training by ALO’s of US Embassy, UK Embassy, Canadian Embassy and Indian Embassy.

Place: Dubai

Date: SANTHOSH KUMAR W

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